Job Description :
- Manages daily operations of client inquires and requests, ensuring responses are accurate and timely and in accordance with service level agreements.
- Manages the deployment of enterprise IT equipment, specialized support and enterprise provisioning.
- Provides guidance to staff in resolution of difficult client questions / problems in order to ensure accurate technical support information.
- Monitors client contacts with staff to ensure standards of quality are met.
- Directly addresses client dissatisfaction and analyzes causes to define strategy for implementing corrective action.
- Works with other departments to improve processes and quality of client interaction by reviewing customer satisfaction survey data and identifying areas for improvement.
- Implements and manages ITIL processes toward improved performance and automation.
- Selects and hires employees supporting End User Services.
- Trains and evaluates End User Services employees to enhance their performance, development, and work product.
- Addresses performance issues and makes recommendations for personnel actions.
- Motivates and rewards End User Services employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
- Oversees the operation and maintenance of ITSM Tool, and the modernization if mandated .
WHAT YOU’LL NEED TO SUCCEED :
- Education : Bachelor's Degree
- Required Experience : 9 years of related IT Project Management, 3 years experience leading customer support organization, including leading a customer support organization, including Service Desk operations for over users;
experience leading Customer Experience (CX) initiatives with a record of maintaining excellent customer satisfaction
- Required Certification : ITIL Foundations
- Security Clearance Level : TS / SCI
Location : Omaha, NE
GDIT IS YOUR PLACE :
- K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holiday
- RELOCATION MAY BE AVAILABLE
SCITLS
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